I cancelled my wife's plan, yet we received an email stating they're having problems charging it.

[ksc1]

I have followed the published instructions for deactivating my wife's Dropbox Plus Cloud Photo Storage account on the iPhone.  As per those instructions the App Store now shows that her subscription has expired. But she has now received an email that ...

"We're having trouble with your recent Dropbox Plus payment. Don't worry, you still have access to your account, but you'll need to visit the App Store to update your payment details. Apple handles the billing for subscriptions started through the iOS app."

Why is this happening?

[Megan]

Hey @ksc1, happy Friday to you! 

If you cancelled the plan, it'd make sense that you received that message. Since Apple can't charge you, I am assuming this is why they stated that they're having trouble. 

I'd say you're safe, since you can see that the subscription has expired, but if you want to make sure, you can always contact Apple. 

If you have any questions, let me know. 

[ksc1]

Thanks Megan,

The email was from Dropbox, not Apple.  I don't know if that makes any difference.  It appears that Dropbox is still trying to charge us for something that's been cancelled. Or do they not know if a Subscription has been cancelled on the App Store?

[Nancy]

Hi @ksc1, I hope it’s OK if I jump in.

Just like @Megan suggested, I’d also recommend ignoring these messages for now. If your wife’s Dropbox account was previously on an in-app subscription, it’s expected to receive these emails in some cases, after cancelling the plan.

So, as long as you don’t receive any actual charges, you should be all good.

In case you’re billed again though for a plan, please let us know, so that we can investigate this further.

Cheers!